Lumiere Place Casino & Hotels

The customer contacted us directly with the complaint. Upon looking into the [redacted]er, we feel the claim is without merit. All actions done by our property are fully in accordance with the contract terms agreed to by the customer. We are happy to provide supporting documentation both to the...

complainant and the Revdex.com to show good faith and commercially reasonable procedure from our business.

[redacted] made her reservation for our hotel through [redacted]. As is customary within the industry, we attempted to collect one night’s room and tax charge once inside the no cancellation time (24 hours prior to arrival). The credit card used to book the room declined for the charges and...

resulted in the reservation turning to a non-guaranteed status and ultimately cancelled at 8pm on day of arrival. As is customary within the industry, notification of this status change was sent to Ms. [redacted] via [redacted]. Upon her arrival at 8:30pm, there was a bit of a delay as we did make an exception (in the spirit of hospitality) and re-instated the reservation. Ms. [redacted] was checked into a King non-smoking room (as per the reservation requests) on the 2nd floor at 8:37pm. Ms. [redacted] requested to be placed on an upper floor and was told the only rooms available at that time would consist of a smoking room with 2 beds. Ms. [redacted] requested that option and was given keys to a smoking, 2 queen bedded room at 8:40pm. The reservation was made for 2 nights and Ms. [redacted] stayed for 2 nights.   The complaint is very difficult to read at times but from what I can gather, the following are her complaints:   **Worried they couldn’t find my reservation – explained above **Requested a higher floor and ended up in a double bedded room – explained above **Upset that the Housekeeper left a note explaining that she did not make the beds due to the amount of personal belongings left on the beds – if brought to our attention we would have happily explained the policy and made the beds for her **Overall unsatisfactory due to safety, food, had no view from the room – In addition to our own traditional 24 hour Security, [redacted] Ministries also placed 2 police officers at every hotel during their conference. No safety concerns were brought to the attention of our security guards nor to the police officers posted here throughout the duration of the conference.  We have no restaurants in the hotel (explicitly listed on [redacted]), rooms with a premium view are considered an upgrade and, if available, come at a higher price point. **Taxi service unsatisfactory (smelled bad and overcharged) – I cannot speak to this as it has nothing to do with my hotel. **Made to sign a form stating that I would pay $350 if room is smoked in and I don’t smoke – this is our industry standard registration card **I was charged for services and added fees – the entire bill consisted of 2 nights hotel fee (explicitly listed on [redacted]) and 2 nights room and tax charges. No additional charges have been levied at any time.   There were no complaints/concerns brought forth by Ms. [redacted] through the course of her stay, to include nothing brought forth during the checkout process

To: Dispute Resolution Department Re: ID [redacted] Customer: [redacted] Our Front Desk manager had a conversation with the guest and explained that the charges are valid based on the evidence collected and according to our processes as indicated in the Registration card signed by the guest, related to...

damages and smoking in non-smoking rooms. We do our best to accommodate and understand our guests and remain flexible when we need to be but we also need to be the keepers of our property when we need to be. Thank you.   [redacted] | Executive Admin Assistant to [redacted], VP/General Manager   Lumiere Casino & Hotels

To Whom it May Concern: This email is in response to complaint #[redacted] The original complaint was filed by Mr. [redacted].   Mr. [redacted] has been contacted. He accepted the apologies and appreciates the fast response and actions We have also contacted [redacted] and requested a full refund...

due to the extent of the challenges experienced by Mr. [redacted]       [redacted]